At Cultoura Travel, we are committed to providing clear and transparent booking services. This Refund and Cancellation Policy applies to bookings made through our website, offices, customer service channels, or authorized representatives.

By confirming and paying for a booking, the customer acknowledges and accepts this policy together with the specific terms and conditions of the relevant airline, hotel, embassy, transport provider, tour operator, or other service provider.

 

Cultoura Travel acts as an intermediary between customers and third-party travel service providers. Accordingly, all cancellations, amendments, refunds, and no-show conditions are subject to:

•The service provider’s applicable rules and fare conditions.

•Availability at the time of the request.

•Any penalties, administrative charges, or supplier fees.

•Cultoura Travel’s applicable service and processing fees.

•Currency exchange-rate differences, bank charges, and payment-gateway fees.

Some bookings may be partially refundable or completely non-refundable. Wherever possible, we will confirm the applicable cancellation terms in writing before payment is taken, so customers know exactly what they are agreeing to.

 

Flight cancellation and refund eligibility depend entirely on the airline’s fare rules.

•Promotional, discounted, special, and restricted tickets may be non-refundable.

•Airline cancellation penalties and Cultoura Travel service fees may be deducted from any approved refund.

•Missed flights and failure to check in on time may be treated as a “no-show” and may result in the loss of the full ticket value.

•Name changes are generally not permitted by airlines. Where allowed, additional charges may apply.

•Date, route, or class changes are subject to availability, fare differences, airline penalties, and Cultoura Travel service fees.

•Refunds for unused taxes will be handled according to the airline’s applicable policy.

•Partially used tickets will be refunded only where permitted by the airline.

We will submit refund requests promptly and keep the customer informed of progress. Final approval and the refundable amount are determined by the airline.

 

Hotel cancellations are subject to the cancellation terms shown in the booking confirmation.

•Non-refundable bookings cannot be cancelled, amended, or refunded.

•Refundable bookings must be cancelled before the stated cancellation deadline.

•Late cancellations, early departures, and no-shows may be charged for one night or the entire stay, depending on the hotel’s policy.

•Changes to guest names, dates, room categories, or occupancy are subject to hotel approval, availability, and possible price differences.

We will process any refund as soon as we receive confirmation and funds from the hotel or accommodation provider, and will keep the customer updated if this takes longer than expected.

 

Cultoura Travel provides administrative assistance with visa applications and appointment arrangements but does not control or guarantee the decision of any embassy, consulate, visa centre, or government authority.

The following fees are generally non-refundable once processing has started, as they cover work and costs already incurred on the customer’s behalf:

•Embassy, consulate, or visa-centre fees.

•Appointment booking fees.

•Document translation, legalization, or authentication fees.

•Courier and delivery fees.

•Cultoura Travel consultation, application, and processing fees.

No refund will be issued if:

•A visa application is rejected, delayed, or placed under additional review.

•An embassy or visa centre changes or cancels an appointment.

•The customer submits incorrect, incomplete, expired, or misleading documents.

•The customer fails to attend an appointment or provide the required information on time.

•A visa is issued for a shorter period or with different conditions than requested.

Where an appointment can be rescheduled, we will do our best to accommodate this; any change remains subject to availability and additional fees.

 

Cancellation conditions for tours, activities, holiday packages, cruises, and group bookings vary according to the supplier.

Certain services may be non-refundable after confirmation, particularly services involving:

•Fixed-date events or activities.

•Group bookings.

•Special promotions.

•Seasonal or peak-period reservations.

•Prepaid accommodation or transport.

•Customized travel arrangements.

If a package includes multiple services, each component may have separate cancellation conditions, which will be set out clearly at the time of booking. Cancellation of one component does not automatically cancel or refund the remaining components.

 

Transportation cancellations must be submitted before the scheduled pickup time.

Late cancellations, no-shows, incorrect pickup details, passenger delays, or failure to contact the driver may result in partial or full charges. Waiting-time fees, parking fees, toll charges, route changes, and additional stops may also be charged where applicable.

If the service provider cancels the transportation service and no suitable alternative is accepted, the customer will be eligible for a refund of the affected service.

 

Cultoura Travel’s consultation, booking, amendment, cancellation, and processing fees are separate from supplier charges and will always be disclosed to the customer before they are charged.

Service fees are non-refundable once the corresponding work has been completed (for example, a booking made, a document processed, or an application submitted). If a request is cancelled before that work has begun, any fee already collected for it will be refunded in full.

The customer will be informed of any additional fees before an amendment or cancellation request is completed, and no amendment or cancellation will be processed without that confirmation.

 

If an airline, hotel, tour operator, or other provider cancels or materially changes a confirmed service, Cultoura Travel will proactively notify the customer and assist them in requesting one of the options offered by that provider, which may include:

•Rebooking on an alternative date or service.

•Receiving a travel credit or voucher.

•Requesting a refund of the eligible amount.

The available options and refund value are determined by the service provider. We will follow up on the customer’s behalf, though we cannot control the timing of a provider’s response.

 

All cancellation, amendment, and refund requests must be submitted through Cultoura Travel’s official communication channels.

The request should include:

•Customer’s full name.

•Booking or reference number.

•Service type and travel date.

•Reason for the request.

•Copy of the booking confirmation.

•Any supporting documents required by the supplier.

We will send written acknowledgment of every request within one business day of receipt. A request is considered received at the time it is submitted through our official channels, not at the time of acknowledgment, so a request sent before a supplier deadline will be treated as timely even if our written acknowledgment follows shortly after.

Requests made outside official business hours will be logged immediately and reviewed on the next working day.

 

Once approved by the relevant service provider, refunds will normally be returned through the original payment method where possible.

The final refund may be reduced by:

•Supplier or airline cancellation penalties.

•Cultoura Travel service and processing fees.

•Bank or payment-gateway charges.

•Currency conversion differences.

•Non-refundable taxes or service components.

Any such deductions will be itemized and explained to the customer before the refund is issued.

Processing time depends on the airline, hotel, supplier, bank, card issuer, and payment method. Refunds typically take 7 to 30 business days after supplier approval; we will notify the customer if a specific case is expected to take longer.

 

For payments made through credit cards, installment providers, digital wallets, payment gateways, or other third-party services:

•Refunds remain subject to the payment provider’s terms.

•Processing charges or installment fees may be non-refundable.

•The refund amount may appear in a later billing cycle.

•Cultoura Travel is not responsible for interest, installment charges, or fees imposed by the customer’s bank or payment provider, but will provide any documentation the customer needs to resolve these with their provider.

 

Cultoura Travel is not responsible for cancellations, delays, or service interruptions caused by events beyond its reasonable control, including severe weather, natural disasters, epidemics, governmental actions, border closures, strikes, civil unrest, technical failures, security incidents, or changes in travel regulations.

In such circumstances, we will work with the customer to secure the best available outcome from the relevant service provider (rebooking, credit, or refund) as quickly as the provider’s process allows.

 

Customers are responsible for reviewing all booking details before payment and ensuring that:

•Names match valid travel documents exactly.

•Passports, visas, permits, and documents are valid.

•Travel dates, routes, destinations, and passenger details are correct.

•Health, entry, transit, vaccination, and insurance requirements are satisfied.

•Cancellation and amendment conditions are understood before confirmation.

We will highlight these requirements clearly at the time of booking. Cultoura Travel will not be responsible for losses resulting from incorrect information supplied by the customer or failure to meet travel requirements.

 

If a customer has any concern about a booking or refund, we encourage them to contact us first. Most issues can be resolved faster this way than through a bank dispute, and we’re committed to working with customers in good faith to reach a fair outcome.

Customers retain their full right to raise a payment dispute with their bank or card provider at any time. Should a dispute be raised, Cultoura Travel will provide booking records, customer approvals, supplier confirmations, and supporting documents to the relevant bank or payment provider to help resolve it promptly.

 

Cultoura Travel reserves the right to update this policy when necessary. The version published on the website at the time of booking will apply, together with the specific terms communicated in the customer’s quotation or booking confirmation.

 

For cancellations, amendments, or refund requests, please contact: info@cultouratravel.com